ARRIBATEC UK LTD

Independent Public Sector Enterprise Cloud Hosting

Arribatec, through partnets QuickThink Cloud, offers wide-ranging services including enterprise cloud hosting, cyber security services and immutable backups. We also (independently) host a wide range of applications for customers, including Unit4 ERP, OpenRevenues, University Systems, etc. delivering fast, reliable, secure, highly available, dedicated and robust systems to all users.

Features

• 99.9% availability, backed by service credits
• Maximum security, backed by impressive accreditations
• 24/7 manned service desk for peace of mind
• Cutting edge platform, with VPN links asstandard (if required)
• Independent Application Hosting (OpenRevenues, SMART, University Systems,Health Systems, etc)
• Exceptional auditing and security to ensure good corporate governance.
• Advanced Disaster Recovery services
• Penetration Testing, Detection & Response Controls, Cyber Security Managed Service)
• High Security IDS Service running to keep customers safe.
• Fully automated environment refreshes where possible.

Benefits

• Low total cost of ownership & cost effective solution
• Expert Unit4 ERP Technical Managed Service Support
• Unlimited scalability - no system to big or too small
• Database and system performance tuning as standard
• Continuous knowledge-share with in-house teams
• Multi-Factor Authentication and SSO support
• Unlimited off-site backups for 'bulletproof' audit accountability
• Compliance assistance and technical project management as standard
• 24/7 Fully managed active cyber security monitoring
• Exceptional business continuity cover for totalservice coverage

£40,000 to £99,000 a unit a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

948170761837276

Contact

Allan Burrows
0333 444 1005
info.uk@arribatec.com

Service scope

• Service constraints: None.
• System requirements:
  • A modern PC with internet connectivity is required
  • VPN's (if required) require customer firewalls (or equivalent)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time is 1 hour including at weekends
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web Chat supports any modern browser and has options such as text chat for users that are hearing impaired, voice support for visually impaired users and screen share for users to be fully assisted by a support technician.
• Web chat accessibility testing: None so far
• Onsite support: Yes, at extra cost
• Support levels: All our cloud hosting solutions come with full managed service support. The support levels are calculated based on the size of the system and its complexity, but there are gradual increases depending on the number of users, complexity, etc. as might be expected. These are documented in the associated documentation. All contracts include Technical Project Management, Account Management & Cloud Support as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Transition to Cloud Hosting is supported by our Cloud Transition Support Service set out under Cloud Support services. This service inclues (a) planning for the transition to cloud; (b) testing and acceptance of your new cloud solution; (c) migration of data and (d) migration of your users. Please refer to this Support Service for more information but in brief, bespoke customer system reference document is provided. This details all the resources available to users, the URLs and how to access and use them. It also includes training for in-house IT teams to support users (which is delivered via distance training; telephone or online tools). As would be expected, there are technical workshops and a technical kick-off delivered as part of the service and this is provided as part of the overall package. This ensures that all stakeholders can be confident that their requirements have been included in the decision making process and that they have been captured by QuickThink Cloud's analysts and engineers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: This is entirely up to the users, but we support full database backups, full SFTP transfer of files /resources or the user can simply export their data directly from the system using web services or other online tools that are provided as part of the cloud service delivery (depending on the system architecture required).
• End-of-contract process: All end of contract off-boarding exercises are covered under the contract. The data will ultimately be destroyed, but if it is still required it can be provided to a third-party or to the customer directly via database backup, SFTP file transfer or any other method required. The customer is contacted by their account manager well in advance of this event to ensure that they're comfortable with the offboarding process and the data repatriation. The data can also be obtained on a self-service basis by the customer(directly) depending on the services that they have taken. Regardless of the method, this repatriation is included within the service fee unless there are additional requirements outside the standard repatriation routines.

Using the service

• Web browser interface: Yes
• Using the web interface: For any desktop client deployments, a web portal is supplied to allow users to launch their applications. Also, incidents can be logged via the web interface.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Text to speech function is available making it easy and quick to listen to the text that’s written on the screen. For the visually impaired, the text has been adapted to provide enhanced readability through stronger contrasts and increased size.
• Web interface accessibility testing: In progress.
• API: Yes
• What users can and can't do using the API: Any API's supported by the relevant applications are supported by QuickThink Cloud.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: The APIs are open to use through any automation software
• API documentation: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: CPU / disk contention is kept to a minimum (and throttled), with all customers enjoying dedicated RAM. The system architecture ensures no 'noisy neighbours' and total network / disk segmentation. Continuous 24/7 monitoring assesses the workload each server / service is under and reports back to service engineers if any performance thresholds have been reach /breached.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Core user numbers
  • Custom application metrics
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: QuickThink Cloud Ltd

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Virtual Machines
  • SQL Server, Oracle & MySQL Databases (and others)
  • Application Configurations
  • Files & Folders
  • System States
  • Customised Reports
  • Bare metal
• Backup controls: Users identify what they would like to back up (along with a consultant) and the backups are setup with the relevant schedule and retention periods. This includes GDPR considerations to assist with data protection responsibilities as well as DPIA
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: IPS / IDS

Availability and resilience

• Guaranteed availability: Guarantees the functioning of all cloud server hosts including the hypervisor, with a 99.9%availability for all hosted systems. In the unlikely event of host failure, HA will automatically restart the affected VM onto a healthy host. Further to this, there are multiple levels of disaster recover /business continuity that allow for various setups from 'Advanced DR', where there is frequent replication between site, through to 'Always On', where there is absolute parity between the primary and secondary datacentres for unrivalled resilience. If the service fails to meet any of these availability commitments, the Customer shall be entitled to service credits.
• Approach to resilience: Available on request
• Outage reporting: Service outages are reported via email and also via the customer's online portal.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is strictly controlled, uses 2-Factor authentication and does not include any user access. Only security cleared staff have access to management interfaces. Support channels are opened to named users within the organisation. Their access / viewing options will vary depending on their role.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 17/10/2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001
  • ISO9001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Information security policies are fully documented and available to all members of staff. Updates are communicated to the organisation, with new starters undergoing a specific session that covers the security policy and invites them to ask questions. Typical policies and processes include password changes, fully documented change control, subscribing to security news bulletins from our CHECK accredited security partners, etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change management is tracked on our customer portal, with full visibility to customers. Changes are requested, agreed upon and advertised, documented and delivered via this medium. Every change is subject to CAB approval which happens once a week (or can be put forward for an emergency change if required).
• Vulnerability management type: Undisclosed
• Vulnerability management approach: A detailed account of this information is available upon request. However, at a high level the threats to our services are both managed, monitored and neutralised via our IDS systems. We deploy patches regularly in a controlled manner using industry standard deployment tools and our information about potential threats comes from our CHECK certified security provider and datacentre partners.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This information is available upon request, but at a high-level potential compromises are identified using an industry standard IDS system, our response includes our own security procedures and includes our CHECK accredited security partner and any such threats / compromises are classified as URGENT and are investigated immediately under the highest possible SLA.
• Incident management type: Undisclosed
• Incident management approach: Our incident management is tichtly interwoven with our service desk system. Users can report incidents via email, internet portal or telephone. Users can run their own incident reports via this system, but these are also available upon request. We have pre-defined processes for common events (environment refreshes, etc.) and these are documented on the portal knowledge-base where appropriate.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Various - all with the relevant accreditation.
• How shared infrastructure is kept separate: Both full VM and full Network Isolation is in place between customers ensuring absolute separation

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Datacentres follow ASHRAE standards which have parity with those of the EU code of conduct. Initiatives at each datacentre are being put in place to maximise energy efficiency with the Swiss datacentre already having won the SIG GIGA Trophy in recognition of its successful efforts to increase energy efficiency and reduce CO2 consumption. It is hoped that this model can be tolled out to other datacentres to achieve similar results.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  QuickThink Cloud has had a number of environmental policies in place for many years. A good example is that any member of staff that qualifies for a company car must choose an EV(electric vehicle).Arribatec has an environmental policy geared towards minimising our environmental impact. We have an Environmental Management System and are working towards a goal of being carbon neutral by 2030. Progress towards this, and other ESG goals, is reported each year as part of our Annual Report. We have ensured that all our data centres have green electricity; certificates and that the suppliers are chosen based on their environmental performance. ; Our environmental policy also includes such activities as recycling material wherever possible, and an increasing effort to minimise travel. We have a goal of re-using or recycling all electronic waste by 2026 and our progress towards this is measured in our environmental management system. ; We have significantly reduced our business travel over recent years, taking advantage of remote working technologies to allow us to do this. Our UK head office is notable for its many eco-friendly credentials including solar and photovoltaic panels on the roof, and ground source heat pumps to supply natural heating. We support the cycle to work scheme which is utilised by head office staff in travel to and from our head office.; ; Furthermore, he nature of our work in automating and increasing the efficiency of transaction processing, and moving processes to the cloud where possible, has a naturally beneficial environmental impact.; ; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including climate change.

  Covid-19 recovery

  As a business, we weathered the Covid 19 epidemic well, and are proud that we were able to continue business without any furloughing or loss of staff. The rapid deployment of new ways of working allowed us to continue to service our customers’ needs. We instigated a number of measures around social distancing and remote working which allowed us to operate effectively during the pandemic and which will continue to allow us to operate effectively through Covid-19 recovery. We anticipate that the effectiveness of these measures will leave us well placed to create further employment opportunities in the high growth technology sector in which we operate. We also work with various service providers to offer physical and mental health support services to those who need it and regularly incorporate discussion of well-being issues in company meetings.

  Tackling economic inequality

  We are proud to have supported, and we continue to support, sub-contractors in the growth of their businesses through both financial assistance and collaborative working. This includes assistance to small business start-ups, and close collaboration with partners, to develop lower cost/higher quality solutions and boost mutual growth. Scalable and future-proofed technologies and solutions are integral to what we do.; As an operator in a high growth technology sector we have, over many years, provided, and will continue to provide, significant investment in support and training in technology to both our customers and our own staff including towards a number of recognised accreditations. Identification of skills gaps, and plans to address these, are frequent features of our work.; We hold Cyber Security accreditations which include plans for the identification and management of cyber security risks. Cyber security briefings are a regular part of information sharing sessions in the company. Parts of our business have and maintain special expertise in cyber security, and their services are offered to our customers to help them build resilience.

  Equal opportunity

  Arribatec has an Equal Opportunities Policy which states our firm belief in equality, diversity and respect for all, including those with a disability. It is our policy that all employment decisions are based on merit and the legitimate business needs of the organisation. Arribatec recognises the value of an inclusive environment in which people from differing backgrounds and experiences are encouraged to offer fresh ideas and perspectives. We monitor our workforce diversity (with 29 different nationalities currently represented in the group), and our age and gender balance, including salary ratios. We undertake succession planning, monitor and respond to employee satisfaction across a range of measures, and undertake personal development planning for all staff. Our intention is to enable all our staff to work in an environment which allows them to fulfil their potential without fear of discrimination, harassment or victimisation; We publish an annual ESG report, which is available on request, or via our website, which also contains details of our ESG commitment and our on-going ESG activities including Equal Opportunities.

  Wellbeing

  Arribatec aims to be a supportive and flexible employer and has supported staff through difficult periods in terms of both mental and physical health. We include regular presentations on the subject of mental and physical well-being in our company meetings and offer training and support in these areas. We have a range of services available to staff through our healthcare and pension providers. We run periodic team building exercises with the aim of supporting staff to support each other. ; We also engage in various community-based activities to support the communities in which we work. This includes volunteering and fundraising activities, some of which are undertaken jointly with our customers, and we have a regular programme of social events.; We publish an annual ESG report, which is available on request or via our website, which also contains details of our ESG commitment and our on-going ESG activities including on employee wellbeing.

Pricing

• Price: £40,000 to £99,000 a unit a year
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.